Complaints Policy

Prama aspires to provide excellent support to vulnerable people. To achieve this it takes a comprehensive approach to the pursuit of quality assurance ensuring that mechanisms are in place to ascertain quality of service provision from many angles. This will be achieved through:

  • Regarding complaints as an opportunity for service improvement
  • Ensuring there are robust means of monitoring staff
  • Ensuring that  team meetings are routine
  • Undertaking semi structured interviews with the most dependent clients
  • Gathering information and comment through a client/carers forum
  • Undertaking an annual survey
  • Reporting the outcomes of the above mechanisms to both management and Trustee meetings.

Complaints Procedure

  • All complaints are logged in Head Office.
  • The person who has received the complaint completes a complaint form.
  • All complaints are thoroughly investigated in line with Prama’s Complaints Policy.
  • If a complaint is made by a client, their Area Care Manager will investigate and respond within 5 working days.  A report will be made available within 28 working days.  Any action emanating from the report will be carried out immediately and, if necessary, staff disciplinary procedures will be implemented.
  • If the complaint is about a specific Care Support Worker, that member of staff will be removed from the client’s care team. 
  • If the complaint is against senior management, the Chief Executive Officer or a Trustee will carry out the investigation.
  • If the complaint is against Senior Management the case will be investigated by the Chief Executive Officer or Trustee if appropriate.
  • If the complaint is of a general (non-care) nature, an appropriate member of the management team will respond within 5 working days and carry out an investigation and report back to the complainant within 28 working days.

Learning from complaints

  • Prama regards complaints as healthy and will use this as a means of improving practice.
  • All complaints with status and outcomes are reported to the full Board of Trustees.
  • Quarterly reports are presented to the Quality and Compliance subcommittee for analysis and action planning.

Our Vision

A world where no-one is unfairly disadvantaged or excluded because of age or infirmity and where every person can enjoy life as they age.

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“Prama is my third company and best by far!”

Age Concern's Buss Bus Service

CommunityGroupsCTA2Age Concern Poole offer elderly residents in Poole a variety of services including organised social trips, lunch and bingo sessions and they have also recently upgraded their mini-bus service to ensure the continuity of this increasingly popular method of transport.

The bus is affectionately known by staff and residents as the “Buss Bus” and includes a large seating area big enough for fourteen people. It can be booked every day of the week (excluding bank holidays and Christmas) and is used to transport residents to many different locations for social events and other trips. In addition, the minibus also includes a tail lift facility which can be used to assist residents with wheelchairs and other physical disabilities to enter and disembark from the vehicle.

Volunteers

The bus is operated entirely by volunteer drivers and Age Concern are always looking for new volunteers to help keep the vehicle running as it is a fundamental aspect of the service they provide. The Buss bus is able to provide mobility to residents who do not have access to their own vehicle which can prove to be extremely liberating as the service allows people to maintain their independence.

PramaClubsCTA2Due to the increasingly popular nature of the mini-bus and the fact it is in constant use, it will need to be replaced approximately every five years. Because of this, Age Concern Poole would greatly appreciate any donations you would be able to give so that we can continue to offer the residents the amazing events and day trips we currently provide.

We have recently formed a partnership with Age Concern Poole to form a new collaborative service called “Prama Plus”. You can find out more about Age Concern and the great work they do by clicking here.

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Prama is a trading name of Pramacare, a Christian-based Dorset charity, providing care and support services.
All rights reserved. Registered Charity Number 801967

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